Messages


Appendix F. Checklist for Contacting your Service Representative

You should have the following information available when you contact your service representative for assistance. The problem call may be forwarded to the Tivoli Storage Manager Level 2 support group if the service representative cannot immediately resolve the problem. Therefore, keep the information available for possible future reference and as an aid in resolving the problem.

  1. Customer number
  2. Name of TSM product (for example, TSM for AIX)
  3. Platform, version, and release number of the TSM server's operating system
  4. Version, release, modification, and service level number of the TSM server. You can obtain this information by typing QUERY STATUS from the TSM server console or administrative client.
  5. Platform, version, and release number of the TSM client' s operating system
  6. Processor number such as type, model, and serial
  7. Component identification keyword
  8. Release level
  9. Current TSM service level (latest PTFs that have been applied)
  10. A brief description of the problem which includes the type of failure, abend codes, exception codes, message numbers and text, and routine names
  11. Version of the operating system you are running
  12. Name of the communication protocol, version and release number your installation is using
  13. System console log from around the time the problem occurred
  14. Dump information
  15. Activity log information
  16. Command text as entered
  17. Graphical user interface processing selections
  18. Client error log (DSMERROR.LOG)
  19. Messages in question
  20. For a documentation failure, the location of the error in the manual and a description of the problem it caused. Have the publication title and order number at hand.


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